Eternity Healthcare Limited

Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The provider had systems in place to record and analyse accidents, incidents and learnt lessons when things went wrong.

The provider shared safeguarding concerns quickly and appropriately. Staff received training to keep people safe and knew what action to take if they had any concerns. Care staff we spoke with told us they gained consent from people before carrying out personal care and respected people's choice. Risks associated with people’s care were identified and managed to keep people safe. Staff had access to clear guidance which detailed how care should be carried out safely. However, where hoists were in use to assist people to transfer position, there was no loop configurations in place. We raised this with the registered manager who took appropriate action to ensure this information was available.

Care documentation considered risks associated with the care environment and actions were taken to enhance safety. For example, the management team worked with the local fire service to ensure a safe environment was promoted for 1 person due to risks linked with cigarettes and smoking.

The provider had a safe recruitment system in place which assisted them in recruiting suitable staff. Staff received an induction which included training and shadowing experienced workers until they felt comfortable to carry out their roles well. Systems were in place to minimise the risk and spread of infection. Staff had access to personal protective equipment (PPE). People received their medicines as prescribed by staff who were trained and competent to administer medicines.

People's needs were assessed and care delivered in line with them. People received an initial assessment of their needs when they started to use the service. Reviews of people’s care were detailed and looked at all aspects of people's care and support. It was evident people, and their families, were involved in this process. People had access to healthcare professionals and staff followed their guidance. People were involved in decisions about their care and support and staff supported people to be involved in their care. People told us staff were kind and caring. Staff explained how they involved people in their care and support.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. People received person-centred care from staff who knew them well and understood their needs. People had access to information and a complaints policy which was used appropriately and concerns were reviewed to improve the service.

Governance systems were in place to monitor the service and to ensure it was operating in line with the provider’s expectations. Staff felt able to raise concerns and felt listened to. The management team worked in partnership with other agencies to improve care and identify learning.